Transfer and finishing

Take the conversation

While no one has taken it, the conversation is in Awaiting response. When you click Take:

• the conversation is linked to you;
• other agents continue to see the conversation but cannot reply on its behalf;
• the wait-time and first-response counters stop running.

If the conversation already belongs to someone else, the API rejects the action (session_assigned_to_other) with the instruction to take it first.

Transfer

Use Transfer in the conversation header. The dialog allows you to:

1. Choose the destination — another queue or a specific agent.
2. Keep the conversation with you until the destination accepts, if you want to follow it.
3. Write a note for whoever will receive it, with the summary of the case.

The transfer records the date and time (transfered_to_user_date), which feeds the service-time indicators in the queue dashboard and in the reports.

Summary before transferring

If the company has the service AI enabled, generate the summary and suggestions of the conversation assistant before transferring: whoever receives it already enters with the context ready.

Finish

Finish closes the service:

• the conversation leaves the active queue and goes to Finished;
• the closing time (end_session_date) enters the reports;
• if the customer writes again, the conversation can be reopened — keeping the history — or a new one is created for the same contact.

A finished conversation does not accept new messages until it is reopened (session_closed).

Archive

Archive is different from finishing: it removes the conversation from the day-to-day operation without closing it. Archived conversations remain accessible from the Archived tab and can be unarchived at any time.

CX Score

When the company has CX Score enabled and the conversation went through an AI session in the hub, the service can be evaluated. The CX Score only exists for finished conversations — and it is recalculable by the API/MCP if the service data changes.

What gets recorded

Event	Record
Queue entry	Conversation creation time
Taken	Responsible agent
Transferred	From whom, to whom, when, and the note
Finished	Agent, closing time
Reopened	New session linked to the same contact
Notes	Internal notes created by any agent